[Resolved]  Thai Airways — Lack of assistance and communication

We traveled by TG 318 from Mumbai to Jakarta by Thai Airways( 11th Jan 2013). While we were at Security Check, the Thai Air Ground Staff at MUMBAI asked us to hurry since the Immigration clearance took longer time than usual. We were asked to keep luggage at security check and were been told by Thai Staff that they will take care of the luggage and they will help us to carry the luggage, they asked us to go for personal screening. Once we were out of personal screening they asked us to run toward the gate to board the plane while they told us that they will carry our Luggage. Finally we managed to board the plane but to our Surprise One of my wife's Hand Bag - Brown Color CHANNEL Purse was missing. We informed the Flight Crew Staff and they told us that the door is been closed and she will ask Captain if he could help us, they provided us contact number of Mumbai ground staff. Next day from Jakarta when we called the THAI Mumbai Office we were told that the Hand Bag was with the Lost and Found Department of Mumbai Airport and we have to Pay the Charges and come personally to collect the HAndBag. We were surprise that why we have to pay and why we have to come to collect it, as it was the ground staff's who misplaced my Handbag. We tried to call Thai Ground Service Mumbai Office and we had a heated argument with MR NAVIN and arrogantly were told that no one from Thai Airways are responsible for carrying the luggage. Finally I manage to speak with a Lady at the Thai Mumbai Office( on Phone Numbers[protected] and she told us we can collect the Handbag before 12 am today Night(11th Jan 2013) and told me to send an Authority Letter. Accordingly I emailed the Authority letter at (bomaptg
@vsnl.net) and told me OLD Parents to go and collect the HandBag at the Airport.
My parents took a cab in the night and reached Airport at around 10.30 pm and contacted the number[protected] given by the THAI Staff. Now the lady on the phone told my parents to meet them at a certain point and later said to my parents that this is your son's mistake and they cannot collect the luggage now and ask them to go back home and come tommorrow. when my parents tried to complaint regarding it they couldnt get any THAI staff on the Phone. Finally one guy from the Lost and Found dept advised my parents to come back tomorrow since the L&F dept was not informed by THAI Staff about the Handbag collection.
Such misbehavior by Mumbai Ground staff Thai services is disgusting. Being in services department don't even know how to talk to senior citizen.
Next day I get email from Thai Public relation dept that I have to Submit my Passport Copy and Flight Departure Card to get my Handbag.
How can the Staff at MUMBAI THAI Ground Office be so misleading. Firstly they Informed me to collect the Handbag from the Lost and Found Dept just by sending a authority letter, and next day they are asking for PP and boarding Card. Just bcos of wrong Information my OLD Parents had to travell to Airport for no reason.

I am Very Disappointed with the MUMBAI THAI GROUND STAFF services. Hope this email helps in creating awareness among Passengers who are travelling by THAI AIRWAYS.